New York, New York, United States
As a Security Engineer I look to increase my skillset and knowledge on everything related to A.I, Go-to-Market and the various different Security tools and technologies that exists around us. My previous experience providing IT support through companies I worked and represented has gathered me over 12 years of providing the best possible IT Support in any fashion possible, while also humanizing the colleagues behind IT by introducing the magicians behind the curtains that fix the various issues people face with technology. I provide vast knowledge on operating systems, mobile devices, current technology and the formula to providing the best customer service within my field. To ensure the best possible experience I enjoy being hilarious, friendly and personable to my team and anyone that I engage with. From freelance computer repair work in my younger years to saving lives (Macs, Windows and Linux) at Google in the New York Office and rocking it out with the Spotify Crew in New York City; I like to continue to push myself into the IT field and become a vital part of any company by helping the company grow with out of this world and good humanized IT support. Now I face new challenges within MongoDB as I help the company's mission to empower people and companies with the most robust and reliable Database technology and be a voice of humanization behind my amazing colleagues whom create amazing applications and technologies Specialties Include: Windows/Mac/Linux Software Support Windows/Mac/Linux Hardware Repair Windows/Mac/Linux Device Recommendations Android/IPhone Software Support Android/IPhone Hardware Repair General Software Recommendations Extensive Mac Knowledge Extensive Windows Knowledge Basic Networking Knowledge Open to learning new things and always welcoming a good challenge!
- Led development and distribution of CISO and Global Security newsletters showcasing valuable information such as new workflows, initiatives, and business wins within the Security organization. - Designed and executed quarterly phishing simulations via KnowBe4 to support enterprise security awareness efforts. - Partnered cross-functionally with Product, Customer, Field, and Partner Marketing teams to craft and align global security messaging across developer, enterprise, and C-suite audiences. - Led strategic communications for major product releases, collaborating with Product, Design, and Marketing teams to ensure consistent narrative alignment. - Delivered security education initiatives to reinforce information security best practices and company policy adherence - Coordinated the Proximity to Power program, partnering across teams to drive sustained engagement in security initiatives. - Co-managed lifecycle of employee-facing security documentation and internal knowledge resources. - Facilitated cybersecurity liaison initiatives, including training webinars and awareness sessions. - Developed and maintained security playbooks and internal wiki documentation. - Engaged internal stakeholders to assess security concerns and coordinated targeted training and awareness programs
- Worked closely with interns and new joiners within our Enterprise Engineering organization through mentorship, personal development, and collaboration. Connecting new team members and interns by driving inclusion, /initiatives and building an internal community. This includes assisting in efficiently up-leveling our new interns’ skillset while providing actionable feedback and process improvements to ensure they are getting the most out of their internship. Hosting multiple shadowing sessions with the various participants during their onboarding and ramp up phase while exposing the interns and new starters to the different responsibilities and core work done within our role. - Partnered closely with our Facebook Video Production team to aggregate amazing video content which is primarily about our Enterprise Engineering Organization. This includes Peer Spotlight videos of our amazing Enterprise Technicians, Leads and partners to humanize who and what is IT / Helpdesk within Facebook. Project Spotlight which highlights high impact projects within our organization that helps inform our team members across the organization on what people are working on and how to collaborate. City Spotlight videos which highlights a Facebook Office, their teammates, their unique office offerings and what to expect growth wise as their office continues to grow. As the relationship with the studio team continues to evolve we are working on new videos geared toward self-service help such as utilizing Facebook services and applications to help optimize and humanize our self-service offerings. Even with automation of many different items self-paced videos can be a huge game changer to help optimize operations and IT support within Facebook - Provided optimal remote support to all Facebook offices around the world via our internal task system / remote support software. On average, resolving 5 - 10 cases daily; 20 – 40 cases per week, providing excellent support to all Meta employees
- Providing outstanding and friendly face-to-face customer support to the Spotify NYC and US offices which includes over 1000 employees working hard to provide music for every moment. This includes troubleshooting software and hardware issues on various Operation Systems and mobile device platforms such as Macintosh, Windows, Linux, Android mobile devices, tablets, and iPhones. - Establishing policies, procedures and documentation to inventory supplies for employee usage such as loaner mobile devices and loaner laptops. Maintaining a consistent record of all laptops that have been assigned and loan to ensure proper asset management. - Ensuring a smooth onboarding process to all new Spotify employees to ensure their first week is filled with positive energy, proper support and a consistent line of communication for the best new hire experience (with smiles) - Infrastructure work such as patching and maintaining IDF and server rooms, procedures and learning steps on how it is built out for new offices. Also learning how the network structure of Spotify and how it is maintained with the amazing help of my colleagues - Provided remote support to all Spotify offices around the world via phone, chat and ticket system. On average, resolving and routing 10 - 20 tickets daily, providing excellent live chat and phone support to all Spotifiers and resolving the issues in a timely fashion to ensure optimal operations. The locations supported included San Fransisco, Stockholm, London, Brazil, Atlanta, New York, Poland, Mexico, France, Tokyo and Los Angeles.
Working with various customers and clients with general personal/corporate computer problems. I have been providing excellent quality computer repair to laptop and desktop computers by using various methods and utilities acquired through experience and resources. Not only that I have also dug my hands onto supporting mobile devices such as Android and IPhone devices. I have learned to be professional at all times, time efficient in various situations and attentive to critical detail. To ensure my dedication to supporting the general public I acquired the CompTIA A+ certification to better my skills in the IT field. Skills include: - Upgrading laptop/desktop hardware and software (such as RAM, Hard drive space, Operating System) custom-tailored to the customers needs and/or desires - Troubleshooting and solving hardware issues and malfunctions such as Hard drive, memory, display, motherboard, keyboard failures. - Troubleshooting and solving software issues and malfunctions such as Microsoft Office errors, security vulnerabilities and networking issues on all platforms (Mac OSX, Windows XP/Vista/7, Chrome OS, Linux) - Troubleshooting and repairing hardware and software issues on mobile devices (IPhone and Android) such as LCD screen replacements and application errors/upgrades and suggestions.
- Provided excellent face-to-face customer support to more than 3,000 users including troubleshooting software and hardware issues on various Operation System and mobile device platforms such as Macintosh, Windows, Linux, Chrome OS, Android mobile devices, tablets, iPhone and BlackBerry. - Established policies, procedures and documentation to inventory supplies for employee usage such as loaner mobile devices and loaner laptops. These policies and procedures include documentation on how to properly maintain, account and track these devices. Implementing the documentation I created as a result has reduced the loss rate of the loaner laptops and devices by 90% in the New York Office - Assisted up to 30 current and newly hired employees weekly with machine (Macintosh, Linux or Windows 7) setup including imaging and initial creation of their credentials and assigning One Time Password devices - Educated newly hired employees on the basic functions and capabilities of their machine may it be a Macintosh, Linux or Windows machines to ensure the user feels comfortable operating the system; using the various programs and using the network offered by the company - Infrastructure work such as patching and maintaining IDF and server rooms, updating network records and procedures on outages and on-call emergencies. Learning how the network structure of Google is maintained and the policies it uses for optimal run time. - Provided remote support to all Google offices around the world via phone, chat and ticket system. On average, resolving and routing over 50 tickets weekly, providing excellent live chat and phone support to all 35,000 Googlers and resolving the issues in a timely fashion to ensure optimal operations. The locations supported included Mountain View, Dublin, London, Brazil, Atlanta, New York, Poland, Argentina, France, Tokyo and India.